Enterprise Leasing Company of Chicago

After reviewing the additional response, the Area Manager has submitted the following statement.  Since the customer could not provide a driver's license, the rental could not be set up in her name.  Switching the rental to her name when a driver's license was not presented is against our company policy.  We welcome the customer to contact the rental branch directly if she requires further clarification.

The Area Manager spoke to this customer on 1/20 around 12:30.  I reached out to him again to confirm this is resolved.

The Area Manager has contacted the customer directly to discuss this issue, and he has issued a refund in the amount of $93.08.  The Area Manager also provided his contact information to the customer so he can assist with any future rentals and make sure the customer is taken care of.  We...

hope that this resolution leaves the customer completely satisfied and returning to Enterprise!

The Area Manager was able to contact the customer's insurance company and have the rental extended.  We were also able to release the credit card hold.  The customer was offered a free upgrade and discount towards a future rental.  This should be resolved, and we hope the customer is...

completely satisfied.

Initial Business Response /* (1000, 5, 2015/06/12) */
Ms. [redacted] confirmed with me just now that she did not get a reservation number when she called the first time (on June 2nd) because she had said she would call back to confirm if she needed it. Therefore, no reservation was made at that time....

When she called back the second time (June 4th, 2 days later) our availability and pricing had changed. I spoke to Ms. [redacted] just now and offered to honor her corporate rate she had requested, but she said she did had made other arrangements.

This issue was due to a processing error that is being addressed by the Citations Supervisor at our [redacted] location.  They will be issuing a check to the customer for $60.00 to refund what was paid.  The check will be mailed directly to the customer and it may take 7-10...

business days to arrive.  We hope this will be a satisfactory resolution.

Area Manager Patrick [redacted] spoke with this customer and addressed each concern with her attempt to rent from our Glen Ellyn location.  The customer was not placed on the 'do not rent' list, and still has an upcoming reservation.  Patrick has given her a discount on that rental to make up...

for her inconveniences, and we are hopeful that this resolution is satisfactory.

After reviewing the situation, the Area Manager has made the following determination.  The rental was repaid with [redacted] but not canceled through [redacted]. The customer will need to contact [redacted] to dispute these charges.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Shashi [redacted]

After reviewing this account, our accounting team has reached out to collections to let them know this was an error.  The customer has been removed, and we trust this is a satisfactory resolution.  Thank you.

Complaint: [redacted]
I am rejecting this response because: They have only been notified and have yet to...

resolve this issue in an appropriate manner suitable to myself and my family! I was contacted by a branch manager by the name of [redacted] this afternoon and after offering an apology, was promised a replacement car would be delivered to my home tomorrow morning. We will see if he delivers on his promise and then address the other issues at a later date after the incidents are investigated and the individuals that caused this type of business practices are terminated and any other necessary measures taken for these insults to my integrity and that of being a consumer treated like dirt by your employees of Enterprise.
Sincerely,
[redacted]

We
would like to apologize for the inconvenience this has caused you....

Your
information was incorrectly sent to collections with a balance of $56. You
have been removed from collections and no longer have a balance with
Enterprise. Let this message serve as proof of your zero balance with
Enterprise.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Bethany [redacted]

After reviewing this issue, the Risk Manager will be removing this customer from Do Not Rent with the stipulation that if any contract violations occur in the future, the customer will be placed on a permanent Do Not Rent status.  We trust this is a satisfactory resolution.

A check for the deposit refund is being sent today via [redacted].  The customer should receive it in the next several days.  We trust this will be a satisfactory resolution.

The Area Manager has refunded $86.31 back to the customer's debit card.  We trust this will be a satisfactory resolution.  Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

In response to this complaint, the Area Manager has been handling this rental and has reported back the following.  The customer has failed to update payment for over two weeks and is now behind by $600.00.  Neither the branch nor Area Manager has received a return call when...

requesting payment information or the return of the vehicle.  The branch has requested that the car be returned since the payment has not been updated for over two weeks.  The customer will need to contact the branch and return the car immediately.  The branch can be reached at [redacted]

Initial Business Response /* (1000, 5, 2015/06/04) */
I have spoken with the customer and we have came to a resolution in this matter.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

The Regional Rental Manager who oversees the airport location in question attempted to call the customer, but  there is no voicemail set up on their phone to be able to leave a
message. We show that the renter was charged for two days of rental plus a
refueling cost and tollpass cost...

($25). The final bill came to $567.72 after
paying for the 16 gallons of fuel.  We believe that the fuel charges may be where the dispute lies.  Unfortunately fuel needs to be replaced when renting a vehicle and
is not covered by accidents and coverages.  We hope that this explanation will clarify the charges for the customer, however, if there are further concerns, we encourage the customer to reach out to our customer service team directly to connect him with the appropriate manager.  They can be reached at [redacted]  Thank you.